· Manage, configure, and upgrade a diverse range of security technologies.
· Respond to fault alerts and customer escalations for managed security technologies.
· Troubleshoot product-specific technical issues within SLA, collaborating with internal teams and external vendors to resolve them.
· Escalate incidents and problems within SLA to internal technical teams or external product vendors.
· Prepare and submit incident reports for high-severity incidents.
· Respond to inbound Change Requests (CRs), Service Requests (SRs), and other queries within SLA.
· Perform regular configuration backups on managed security products.
· Plan and coordinate maintenance windows with clients for necessary software patching and version upgrades.
· Create and update technical documentation on managed security technologies.
· Generate monthly reports according to service scope requirements.
· Adhere to organizational and project security policies, procedures, and best practices.
· Serve as the primary point of contact to assist and advise clients on ICT security-related matters.
· Lead and support customers in security incident response and resolution.
· Demonstrate strong teamwork and leadership qualities.
· Maintain a customer-focused approach with excellent interpersonal skills.